Care Ops

Care Ops role at Alan Join Alan’s Care Ops team to deliver tools, processes and data that enable the community to scale while maintaining a high‑quality user experience. Alan’s vision is to make prevention the new norm of care for all. Our mission is to help people live in good health to 100 while helping employers feel proud, turning health benefits from a cost centre into their most valuable investment. We’re building a vertically integrated health partner that seamlessly unites insurance and smart healthcare delivery into one system. By connecting all aspects of care – private, public, and direct to consumer – we create the most member‑centric healthcare experience. Through deep engagement, we empower everyone to overcome day‑to‑day health obstacles and live healthier lives. We partner with 35 k+ companies, serve more than 1 M users, and have reached 770 M+ in ARR. Our team of 700+ people operates across France, Spain, Belgium, and Canada. What drives us Mission is the Boss: long‑term thinking, mission above all else Member & customer‑led: obsessed with solving problems and delighting users How we build excellence Champions of excellence: extremely high standards and talent density Distributed ownership: everyone owns their decisions and results Radically transparent: all information accessible, written‑first, async decisions How we grow together Optimistic alchemy: optimists who collaborate with genuine care Empathetic challengers: direct, caring feedback to help each other grow Bold contrarians: think differently, try new approaches How we move fast — we fight complexity and focus on what matters Disciplined execution: decisive action with compounding focus Fight for simplicity: high‑impact processes, smart frugality Why join Care Ops now at the beginning of 2026? People: Chance to join a team with incredibly high talent density operating with distributed ownership – empowered Crew Leads, strong deputies, and a Care Ops Lead. Processes: We absorb high volumes without glitches (including Ministry of Finance in France) and collaborate smoothly with Product and Sales. Innovation: We are one of the few companies in the world claiming to automate 40 % of member conversations as of end of 2025. Responsibilities Efficiency and performance monitoring Conduct deep dives into performance monitoring (SLAs, ticket‑level framework, etc.) and share actionable findings. Identify process bottlenecks, prioritize them and introduce solutions such as automation, externalization, or AI‑driven use cases. Push and prioritize efficiency needs to the Product crews. Contact experience Pilot launch of new contact‑channel projects, e.g., a direct phone line for Large/Very‑Large Deals and digitally challenged members. Support the globalization of Alan’s contacting experience and anticipate impacts for the Care Community. Tooling Identify and prioritize areas where current processes are not scalable, proposing tool‑powered solutions, including automation and AI‑driven use cases. Collaborate with Product crews to improve the efficiency of our tooling stack. Lead implementation of new processes and drive adoption across relevant parties. Evangelise AI within the Community. Own our tooling stack (Automation Platform, Intercom, Dust, Klaus, Aircall, etc.) and act as the point of contact for tooling needs and projects, ensuring they are up‑to‑date and meet security and legal requirements. Manage business partnerships with external providers and oversee RFP processes. What we’re looking for Strong written and verbal communication skills in English & French. Excellent project‑management and leadership skills to coordinate multiple stakeholders. Passion for process optimisation and ability to implement solutions quickly and iteratively. Organised and structured mindset. Robust data‑analytics abilities (proficiency in SQL highly desirable). Ability to work independently in a fast‑paced environment. Excellent growth potential. Interest in no‑code, AI, and tooling. Whether you’re a recent engineer/business graduate with a passion for AI and no‑code or an Ops with 3–5 years of experience and a knack for managing tools and building integrations, we want to hear from you. Our ideal candidate thrives in a startup or tech company environment and is excited about the opportunity to make a significant impact in a growing company. Benefits Fair rewards. Generous equity packages complement your base salary for permanent contracts only. Flexible Office. Amazing office space at our HQ, sponsored co‑working hubs or a full‑remote experience with home office equipment sponsorship. All the tools you need. Top‑of‑the‑range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise‑canceling headphones. Flexible vacation policy and flexible working hours. Organise your time as you wish. Delightful healthcare insurance. Extremely comprehensive health insurance – 100 % contribution covered by Alan for you and your family for permanent contracts only. Transport. Country‑specific commuter benefits. Learning & Training opportunities. Highly flexible training policy, free books, and conference budget. Parental leave. Extended parental leave for all new parents, for permanent contracts only. Important note: we hire people, not roles. If you feel you don’t have all the necessary prerequisites but it matches where you are now or what you’d like to grow into, we encourage you to apply. Not everybody will enter our recruitment process, but all, no matter how under‑represented, should feel free to apply. Job details Seniority level: Mid‑Senior level Employment type: Contract Job function: Health Care Provider Industries: Insurance #J-18808-Ljbffr